ComplaintsforPaychex Inc

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paychex filed our 2021 Q2 941 without reporting COVID pay. As of today, they have failed to address my request for an amendment of the information they reported. Paychex debited our checking account yesterday for services not rendered and management will not respond to my emails or return my calls.

  

  Business response

  09/27/2021

  Dear *** ***:
  Thank you for your inquiry regarding ******* *********** **********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ******* *********** ********** stated that they were concerned there was an error on form 941 for Q2 2021. In addition, there was a $99.00 fee billed after the account was closed.
  
  As of this date, the form 941 Q2 2021 was filed accurately and reviewed with ******* *********** **********. The $99.00 fee is in process of being refunded.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ ** *******
  
  Sincerely,
  Antoinette T*****
  Client Service Supervisory here...

  Customer response

  09/27/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  Regards,
  ****** ******
  
  
  
  
  

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to close my payroll account with them but they didn’t do so and keep charging me crazy amount of money. When signing up for payroll service with them , I was told that I will be charge $53 every two weeks. When I go back to my statements I see that they are charging me $72 instead every two weeks. After I submitted this request to cancel ( been more than a month) they should take this into consideration and close my account and stop any recurring charges. Called customer service multiple time , they never helped. They charge me for not only 401k but also admin fees. With this pandemic businesses are struggling financially so they must stop charging us.

  

  Business response

  09/24/2021

  Thank you for your inquiry regarding ************************* **** Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ************************* *** wishes or presumes the 401(k) plan is terminated.
  
  On September 17th, I called ******* ******** and I was unable to leave a message thus in an effort to connect with him, I sent an email that same day.
  
  On September 21st, 2021, I sent a follow up email and on September 23rd, 2021, I sent a third and final email.
  
  As of September 24th, 2021, I have not heard back from ******* ******** and the ************************* *** 401(k) Profit Sharing Plan & Trust is not cancelled.  Paychex Retirement Services has not received paperwork to terminate or transfer the 401(k) plan.
  
  If you have further questions you can contact me at **************, extension ******* or via email at ***************************
  
  Sincerely,
  
  Jennifer M 
  
  Jennifer M
  
  401(k)/S125 Client Relations Representative II

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled this service 3 months ago. Payroll stopped then i had to put a stop payment on the company to keep them from taking the money out and somehow they got past that. It has cost me over 400 dollars for nothing. I havent used this service in along time and i dont recommend it.

  

  Business response

  09/29/2021

  Thank you for your inquiry regarding ***** ****** ********** Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that ***** ****** ********** Inc. stated that the Paychex service was cancelled in May 2021.  Although payroll stopped processing, the client was still being charged a monthly invoice. We found that the client informed us they wanted to stop services and payroll processing was stopped at that time.  They were asked to complete a separation agreement and return to their representative so that Paychex could complete the cancellation.  The separation agreement was not returned and the account remained open, billing the business their monthly invoice.As of this date, all invoices since May 2021 that were debited from the ***** ****** ********** Inc business bank account (total $155.00) were refunded back to the business bank account.  All invoices that remained opened (total $182.00) were credited to the invoice to bring the outstanding balance to zero.  We requested that ***** ****** ********** Inc send us a detail of any other bank charges or fees resulting from this situation so that we could refund the client, however, no information has been sent to Paychex at this time.I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ###-###-#### or ********************

• Initial Complaint

  09/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I stopped using Paychex' payroll service as of 1-1-2021. Paychex has charged my account a total of $832.50. I have called paychex on 9-3-21, 9-8-21, 9-10-21 and emailed on 9/9/2021 and received no response. I have attached the invoices of paychex' automatic withdrawals from my account. I have put a stop payment on my back account for a fee of $25.

  

  Business response

  09/20/2021

  Thank you for your inquiry regarding ****** ***. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ****** *** stated that Paychex did not cancel their account timely and the client is owed a refund of $832.50.
  
  We will issue the refund and close the account The issue is being addressed and will be completed.  
  
  If you have further questions, you can contact me at ************ ext. *******
  
  Sincerely,
  
  
  James B 
  Client Service Manager

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to File State Payroll Taxes Failure to Switch employee over to new state. Our company moved to Oregon as of March 1st and Paychex was alerted to the move. Paychex did not convert employee over to Oregon immediately, and did not report new State's payroll taxes. Six months later, this issue has not been resolved, and Paychex is after our company to pay for the amended filing fees for their error. We are being penalized for their lack of reporting state taxes. Paychex should pay all penalty and fees in regards to their lack of reporting state taxes. I have reported this issue to our representative, to the supervisor over our representative, to the next supervisor over the representative with promises the issue is being handled, and nothing for weeks and weeks, including no updates, which were also promised. This is flat out bad business practices.

  

  Business response

  09/20/2021

  Thank you for your inquiry regarding **** ***. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that **** *** stated Failure to File State Payroll Taxes Failure to Switch employee over to new state. Our company moved to Oregon as of March 1st and Paychex was alerted to the move. Paychex did not convert employee over to Oregon immediately, and did not report new State's payroll taxes. Six months later, this issue has not been resolved, and Paychex is after our company to pay for the amended filing fees for their error. We are being penalized for their lack of reporting state taxes. Paychex should pay all penalty and fees in regards to their lack of reporting state taxes. I have reported this issue to our representative, to the supervisor over our representative, to the next supervisor over the representative with promises the issue is being handled, and nothing for weeks and weeks, including no updates, which were also promised. This is flat out bad business practices.
  
  As of this date, we have created all of the amended returns for both California and Oregon and have submitted for filing.  We have collected and paid the past due taxes for Oregon and communicated to **** ***. that they will receive a refund directly from the state of California.  We will also continue to work with Oregon to try and get any penalties and interest abated.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ ******** or ************************.
  
  Sincerely,
  
  Dal M C**********
  
  Dal M C**********
  Client Service Manager

  Customer response

  09/20/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have been told many times that Paychex was working on this, and yet, nothing had happened.  I would like to complaint to remain open until such time as I know the matter has been resolved with the state of Oregon and that all taxes, penalties and such have been paid.  I have been notified by the State of Oregon that some taxes have been filed and paid, but there is still the matter of penalties.  I can no longer trust Paychex to live up to their word.  When this matter has been fully resolved, I will close this complaint.  
  
  Regards,
  
  ****** ******
  
  
  
  
  

  

  Business response

  09/23/2021

  
  Thank you for your inquiry regarding **** ***. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that **** *** stated Failure to File State Payroll Taxes Failure to Switch employee over to new state. Our company moved to Oregon as of March 1st and Paychex was alerted to the move. Paychex did not convert employee over to Oregon immediately, and did not report new State's payroll taxes. Six months later, this issue has not been resolved, and Paychex is after our company to pay for the amended filing fees for their error. We are being penalized for their lack of reporting state taxes. Paychex should pay all penalty and fees in regards to their lack of reporting state taxes. I have reported this issue to our representative, to the supervisor over our representative, to the next supervisor over the representative with promises the issue is being handled, and nothing for weeks and weeks, including no updates, which were also promised. This is flat out bad business practices.
  
  As of this date, we have created all of the amended returns for both California and Oregon and have submitted for filing.  We have collected and paid the past due taxes for Oregon and communicated to **** ***. that they will receive a refund directly from the state of California.  We will also continue to work with Oregon to try and get any penalties and interest abated.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ ******** or ************************.
  
  Sincerely,
  
  Dal M C**********
  
  Dal M C**********
  Client Service Manager

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paychex handles all of our payroll and deductions through a PEO relationship. We have discovered that they have not been processing the employee deductions correctly to the tune of several thousand dollars to the company. We have been going round and round with them, everyone points us to someone else who points us back to the first person. There is no accountability w/in their organization, no one can find answers or resolution as it doesn't appear to be anyone's job! This is the third issue with them in 3 years - the only time they ever make it important is with a BBB complaint. Companies need to know that it will cost them FAR more than they tell you because of all of the errors they make. Still trying to get someone to fix the problem!

  

  Business response

  09/23/2021

  ********* ************ *** reached out to Paychex to let us know 4 employees were not accurately deducted for insurance deductions dating back as far as April 2019.  The group audited these deductions and presented their findings to me to review.   My Paychex Health and Benefits Team reviewed and researched the issues and confirmed that 4 employees had missed deductions totaling $3,213.91.
  As the Paychex Health and Benefits service Supervisor I called ****** ***** directly to present a solution.  I was clear to acknowledge that there was a communication breakdown leading to deductions not being entered properly for these individuals.  I also confirmed that since this issue had stretched over 2 years the client would need to hold the employees partially accountable to makeup for a portion of the missed deductions.   Paychex gave the client a credit of $1606.96 to account for half of the total missed deductions.  ********* ************ *** worked with their employees directly to collect the remained of the missed deductions.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ************ * *******
  
  Sincerely,
  
  Brian S*****
  Regional Service and Retention Manager
  Paychex Insurance Agency, Inc.

  Customer response

  09/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they have outlined the only resolution they were willing to provide.  Although they have provided the reimbursement for 50% of their error, it is HIGHLY important that future potential customers that research this company are aware of the absolutely horrible job they do relative to their sale pitch and responsibilities.

  
  

  I would be more than happy to forward the email chain with PayChex regarding this issue.  It was impossible to get to the bottom of why they didn't deduct the employee's portion of the health care.....the 1st year was the ONLY correct year but apparently in their system there was a feature that wast turned off, and thus the employee should have told us that their deductions were missing from their paycheck.

  
  

  Because we pay our payroll company to handle both our payroll and deductions, coupled with the fact they have access to pull monies from our bank account at any time we are now frantically working to change companies.  We do not have time to spend 30K paying PayChex to do a job they do SOOOOO poorly and we do not have the resources to do their job for them, and audit every single line item every single week on every single paycheck.

  
  

  You can  consider this closed, however it is our request to give them a "D" or an "F" from Appliance Professional, LLC so that at least if other research through BBB they are not mis-led by their rating.

  
  

  Thank you,

  
  

  ******

   

   
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  RE: Paychex, Inc is incompetent to handle Human Resources and as a COBRA Administrator I started COBRA for Medical COBRA insurance with Paychex, Inc as the administrator on 5/1/21. On 8/1/21, the Medical COBRA premium amount changed. I confirmed the new amount with my former employer on 7/13/21. On 8/1/21 and 9/3/21, I was informed by Paychex, Inc that the medical COBRA payment was short. I contacted Paychex on 8/3/21 (Kaylyn) and explained to Paychex that I have the correct rate and had confirmed this with my former employer’s HR Administrator. I was informed by Paychex that my former employer’s HR Administrator has to contact Paychex about the rate. Paychex would NOT contact my former employer to confirm the correct rate. My former employer’s HR Administrator called Paychex on 8/11/21. It is now 2 months and Paychex still has not corrected the amount after being contacted by me and my former employer’s Administrator.

  

  Business response

  09/13/2021

  To Whom it May Concern: Thank you for your inquiry regarding **** **********. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur. It is my understanding that a COBRA participant, Michael *****, of **** ********** stated there is an issue with his premium amount for medical enrollment. As of this date, we have confirmed the information with **** **********, made the appropriate changes to the account and sent ******* ***** information about the changes to his account.I believe the matter to be resolved, as requested. If you have further questions, you can contact me at ###-###-####.Sincerely,Rosella F***** Retention Manager, COBRA Processing

  Customer response

  09/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  
  
  
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paychex has been a nightmare. The only time I have ever had prompt response from them is the day I started with them and they secured my banking account information. Once the pandemic hit, the individual whom was assigned to my account never returned a call or responded to an email. This has been an ongoing situation over the past six months. My employee stopped working for me and paychex was notified. After this, they still continue to pull money from my bank acct. I even put stops on them from pulling. The money they pulled was never payed out to proper parties for taxes. They are holding money of mine and wanting me to sign a paper to settle that does not cover the money that has been stolen from me. This ordeal is impacting my livelihood and business greatly. I am reaching out for support as there are many class action lawsuits against this company for all of the same scenarios I just described. This company is completing fraudulent activity and stealing consumers money.

  

  Business response

  09/14/2021

  Thank you for your inquiry regarding ******* * ******. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ******* stated that he believes that Paychex was notified promptly of the termination of the employees’ employment. In addition, we continued to process payroll for the employee after being notified of the termination of employment. ******* also stated Paychex did not properly pay any taxes that were withheld for those payrolls that were not to be processed.
  
  As of this date, our findings reflect as such. During the time the business was a client of Paychex, it was set up for automatic processing, thus requiring the client to contact us 24 hours before any payroll was to be automatically processed for any needed changes. We were not able to speak to ******* on the phone at the time of the inquiry for any information we may be missing. Our records showed Paychex was notified via email on June 14th, 2021. In subsequent documented phone conversations, it was agreed upon that the previous payrolls that were processed for the check dates of 4/23/21, 5/7/21, 5/21/21, and 6/4/21 should be voided. These voids were completed on June 23rd, 2021.
  
  In the question of taxes being collected and remitted on behalf of the business for this period, we reflect in the system that this business was not receiving Tax payment services effective September 2020. This means that tax collections nor payments occurred during the 2021 calendar year.
  
  On June 29th 202, the client was contacted via email and informed that if we did not hear from them by noon on 6/30/21 the account will be closed effective that date and that Paychex will invoice for year/end W-2s on the next invoice. If payment for the year-end services was received by September 2021, we would file 2021 W-2s with the Social Security Administration in January 2022.
  
  We have attempted to reach out to the former client since receiving notice of the complaint from your office and not have received a response as of this date. We would love the opportunity to rectify the matter but there seems to be details that the business may have that we do not have documented. I have a supervisor, Frank, ready to assist once our call is returned. If you have further questions, you can contact me at ************ ext. ********
  
  Sincerely,
  
  
  Liliana F********
  Manager, Client Services

• Initial Complaint

  08/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of the problem - 08/13/2021 and 08/31/2021 The amount of money involved - $162 ($81 on both occasions) What the business committed to provide you - Payroll What is the nature of the dispute - They wrongfully took out money out of my paycheck. They said that they would would fix it, but all they keep doing is giving me the run around. Now they have taken the money out of the 401K to solve the problem which will cause me tax problems. Whether or not the business has tried to resolve the problem - No, they keep saying they are and nothing happens.

  Customer response

  09/01/2021

  The company that the payroll was processed through was ** *****

  

  Business response

  09/16/2021

  
  Thank you for your inquiry regarding ****** ****** from ** ***** LLC.  Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ****** stated that we withheld $81 from each of his checks on 8/13/21 and 8/31/21 and he would like to recoup those funds, and that Paychex has refused to assist in this request.  
  
  As of this date, Paychex has worked to process the opt-out distribution form for Nathan so he has ceased his participation in the 401(k) plan. Paychex has issued 1 check for the contributions withheld and is in process of issuing an additional in order to clear his balance.
  
  I believe the matter to be resolved to the client's satisfaction. If you have further questions, you can contact me at ********************** or ************ extension ********
  
  Sincerely,
  
  
  Erin C********
  Paychex Retirement Services
  Client Relations Management

• Initial Complaint

  08/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 2019 I had switched my business payroll and 401K from Paychex to ********* ***. As part of the process I called Paychex 401K team and ask they issue final form 5500 short form since the 401K was being closed out and transfered to ********** ***. I was told repeatedly this was not done the new sponsor was responible for the new reporting. They were wrong as I recently found out when IRS issued a missed 5500 notice for 2019. I never missed prior to this and the new company Inspertity never missed filing. As my 401K sponsor Paychex is responsible for final reporting with the company change. Paychex should have known that any asset being transfered to a PEO would be under a new name and not the employer name and the 401K would be closed requiring a final 5500 short filing closing this. I now incurred expenses of at least $850 and counting in attempt to rectify this. It was their fidicuiary duty. I am seeking moentary relief for the blunder.

  

  Business response

  09/10/2021

  Thank you for your inquiry regarding **** ********* Inc. Paychex takes complaints from our clients very seriously, and we appreciate the opportunity to help resolve any disputes that may occur.
  
  It is my understanding that ***** **** stated that he incurred fees due to not filing a 5500 and looking for compensation for those fees.
  
  As of this date, a call has been scheduled with the contact ***** on Monday, September 13 to go over his concerns.
  
  I believe this matter will be resolved to the clients satisfaction after we connect on September 13. If you have further questions, you can contact me at ************************ or ************ x*******
  
  Sincerely,
  
  
  Sarah L**********
  Client Product Relations

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩